Delighted

Delighted is a customer-experience survey tool built around a single virtue: simplicity. Where a full survey platform offers endless question types and configuration, Delighted focuses on a few standard feedback metrics and makes them effortless to run. The headline metric is Net Promoter Score (NPS), the "how likely are you to recommend us" question scored from 0 to 10, but it also supports Customer Satisfaction (CSAT) and Customer Effort Score (CES) surveys. You pick a metric, choose how to deliver it — email, web, link, in-app — and the tool sends the one-question survey, collects responses, and reports the score with the open-ended comments attached, all with very little setup. The point is to get a trustworthy feedback signal flowing in minutes rather than building a research program. The name is Delighted, and the category is lightweight customer-experience or NPS survey software.

Delighted fits the voice-of-customer corner of a stack for teams that want a clean, recurring feedback pulse without the weight of an enterprise platform. It is the tool you reach for when the job is "send our NPS survey and track the trend," not "run a governed research operation." Its honest limitation is the flip side of its simplicity: it is not built for complex, multi-question studies, deep statistical analysis, or large closed-loop workflows. One important fact to state plainly — Delighted was acquired by Qualtrics in 2018, and Qualtrics has since announced that it is sunsetting the product, steering customers toward its main suite. So while Delighted remains a clear example of the lightweight-NPS category, anyone evaluating it today must weigh that wind-down before adopting it.

Delighted and Qualtrics sit at opposite ends of the same spectrum, which is sharpened by the fact that Qualtrics owns Delighted. Delighted is the minimalist — a handful of standard feedback metrics, almost no setup, and a fast, clean signal — ideal for a team that wants NPS flowing without learning a platform or assigning an administrator to it. Qualtrics is the maximalist: a deep, programmable experience-management suite that runs many measurement programs across a whole company, with advanced question logic, text and statistical analysis, role-based dashboards, and closed-loop workflows. One is a single instrument tuned to play one note cleanly. The other is a research laboratory built to run dozens of experiments at once. That gap in ambition is the whole story of how they differ.

The trade-off is exactly that of power versus simplicity. A small team measuring one feedback signal usually finds Qualtrics far more than it needs and Delighted's focus a relief, because there is almost nothing to configure and the score starts flowing immediately. A large organization running governed programs across customer, employee, and brand experience finds Delighted too thin, because it needs branching logic, statistical analysis, and closed-loop workflows that a minimalist tool deliberately leaves out. Neither verdict means one product is badly built. They were designed for different jobs, and choosing well starts with being honest about which job you actually have. The wrinkle today is the wind-down: because Qualtrics is sunsetting Delighted and pointing users toward the heavier suite, the clean "choose the light tool" answer is complicated, and teams that valued Delighted's simplicity may need a different lightweight alternative rather than the enterprise platform. The conceptual distinction still holds — focus versus depth — even as the product future shifts.

Use Delighted well — or any lightweight NPS tool — by treating the score as the start of action, not the finish. Send the survey at a sensible moment, keep it to the standard one-question format it is built for, and resist piling on extra questions that defeat its simplicity and depress response rates. Read the open-ended comments, because the number tells you the temperature while the words tell you the cause. Most of all, route low scores to someone who can act and follow up, since a tracked metric nobody responds to is just a chart. The tool's strength is speed to a clean signal; the discipline is doing something with it.

Mind the traps, starting with the obvious one for Delighted specifically: its owner has announced a sunset, so adopting it now means planning for migration, and existing users should be lining up an alternative. More generally, do not over-survey — bombarding customers tanks response rates and biases the sample. Do not mistake a single metric for the whole truth; NPS is a useful signal, not a complete portrait of experience, and it can be gamed if you ask only happy customers. And do not let the ease of sending become an excuse to skip the closed-loop work that turns feedback into improvement. As a martech-adjacent component, a tool like Delighted feeds retention and experience work, but only if the signal drives change.

Delighted is a lightweight customer-experience survey tool for NPS, CSAT, and CES, acquired by Qualtrics in 2018 and subsequently announced for wind-down.

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